3408672 - Incorrect Incident Category showing when selecting Service Category in Ticket Creation screen

Wrong Incident Category showing when you select the Service Category when creating the Ticket

SAP Cloud for Customer add-ins
SAP Cloud for Customer core applications

1. Open Ticket WOC
2. Click on +
3. Select an specific Value in 'Service Category' field
4. Click on 'Incident Category' field (Value Help)
5. You will get a list of Categories as per your Service Catalog configuration
6. Change the value in 'Service Category' field
7. Click on the 'Incident Category' again
8. You will notice that the values shown are not the correct ones

This happens because you have maintained the same name across the different categories:

Examples:

• "Service Category 1" - CA_1 - (this is a Service Category)
  • This has the following Incident Categories:
    • "Incident Category 1" - CA_181
    • "Incident Category 2" - CA_180

• "Service Category 2" - CA_2 - (another Service Category)
  • This has the following Incident Categories:
    • "Incident Category 1" - CA_178
    • "Incident Category 2" - CA_177

Notice that the IDs are changing, but the name remains the same.

To resolve the problem, please correct the names maintained for the Incident Categories.

Service Category, Incident Category, Tickets, Service Catalog , KBA , LOD-CRM-SRP , Service Request Processing , How To